Overview
The hTech AI Ticket Assistant can use your company Standard Operating Procedures (SOPs) to produce accurate and consistent responses. When SOPs are enabled, the AI will follow your internal rules, troubleshooting steps, workflows, and communication guidelines. This ensures every reply matches your business standards.
What Are SOPs?
SOPs are written instructions that define how your team should handle certain tasks or types of support requests. Examples include:
- Troubleshooting steps for service issues
- Installation or setup instructions
- Billing or refund procedures
- Account migration steps
- Communication tone or formatting rules
The more detailed your SOPs are, the more accurate and aligned the AI responses will be.
Where to Manage SOPs
You can upload and manage your SOPs inside the module:
- Go to the WHMCS admin area.
- Select Addons.
- Click "hTech AI Ticket Assistant".
- Open the "SOP Manager" or "SOPs" section.
This page allows you to add, update, and replace your SOP content.
Uploading Your SOPs
You can add SOPs in one of two ways:
1. Paste SOP Text
- Copy your SOP content from any document.
- Paste it into the provided SOP text area.
- Click Save.
2. Upload a File (If Enabled)
- Upload a .txt or .md file containing your SOPs.
- The system will load the text from the file into the SOP Manager.
After saving, the SOPs immediately become available to the AI.
How the AI Uses SOPs
When SOPs are enabled for a department, the AI follows your rules and instructions when generating replies. This influences the assistant in several ways:
- Procedural Accuracy – The AI follows the exact steps defined in your SOP.
- Consistent Tone – If your SOP defines tone or language rules, the AI will follow them.
- Prevention of Incorrect Answers – SOPs override general AI knowledge to enforce correct procedures.
- Standardized Troubleshooting – Every customer receives the same high-quality process.
If no SOP matches the ticket topic, the AI defaults to general knowledge and your selected Tone settings.
Department-Level SOP Control
Each department can choose whether to use SOPs:
- Go to the Departments tab.
- Select a department to configure.
- Enable or disable "Use SOPs" based on your preference.
For example:
- Support: Use SOPs (recommended)
- Sales: Optional, depending on your workflow
- Billing: Often recommended for compliance consistency
Updating or Replacing SOPs
You may update your SOP content at any time. When you save new SOPs:
- The AI immediately begins using the updated version.
- No module restart or cron job is required.
- All departments using SOPs will follow the updated rules.
For best results, review and update SOPs regularly.
Best Practices for Writing SOPs for AI
- Write in clear, simple language.
- Use numbered steps for troubleshooting or workflows.
- Include phrases the AI should or should not use.
- Separate sections for different types of issues.
- Avoid unnecessary formatting or symbols.
- Update SOPs when your procedures change.
Example:
- "Always greet the customer by name."
- "Do not mention internal systems or tools."
- "Follow these steps when troubleshooting connection issues: Step 1, Step 2, Step 3."
Summary
SOPs help the hTech AI Ticket Assistant produce consistent, accurate, and brand-aligned responses. By uploading well-organized SOPs and enabling them on relevant departments, you ensure the AI operates according to your company’s internal processes.
If you need help organizing or importing your SOPs, feel free to open a support ticket.